The retail industry is undergoing a period of dramatic change due to the rise of digital commerce and consumer services. These two movements have put the customer in complete control and they know it – in fact, according to Salesforce.com, 50% of consumers are likely to switch brands if a company doesn’t anticipate their needs. This has forced traditional retailers to rethink how they deliver consistent and personalized experiences. To stay competitive, retailers need to transform the customer shopping experience through the use of advanced technology like artificial intelligence (AI), or get left behind.
By leveraging AI technology, retailers can empower their associates with the content and tools needed to create a more personalized shopping experience, which ultimately drives sales and increase customer loyalty. Here are three ways retailers can leverage AI to improve CX:
Automate Time-Consuming Tasks:
Sales associates are constantly assigned tasks such as manual inventory review, payroll and check-out that take their focus away from the customer. With 75% of consumers saying it’s absolutely critical or very important to interact with a salesperson who is available when they need them, retailers must take notice and ensure sales associates are fully focused on engaging customers – even a quick trip to the stock room can lead to the loss of a sale. This is where AI can play a huge role in vastly improving productivity and creating efficiencies for sales associates. Specifically, AI automates all the small, but critical, tasks that are part of the retail sales process, freeing up sales associates to do what they do best – which is spend time in front prospects and customers.
Understand the Digitally Savvy Customer:
The digital and mobile revolution has been one of the major factors to inevitably change the retail industry. With the rise of e-commerce through Amazon, brick-and-mortar establishments are declining because they are not catering to customers in a way that is complementary with their predominantly digital lifestyle. The recent liquidation announced by Toys R Us is one example that points to the importance of creating value in experiences for consumers, and not trying to win the price war. Digital savvy customers are constantly connected and putting mobile first because of the instant access to…